What is Mail in Payreq Delivery?

Mail is the documents you send to your customers through Payreq Delivery: bills, notices, statements, and other documents. Payreq tracks each Mail item from the moment it's uploaded through to delivery.

Mail is one of the three core concepts in Payreq Delivery, alongside Contacts and Subscriptions:

• A Contact is the record of who a document belongs to.
• A Subscription is the recipient's choice to receive documents digitally, through a particular channel.
• Mail is the documents themselves, delivered according to each recipient's Subscription.

How Mail is delivered

Each Mail item is matched to a Contact and delivered through that recipient's subscribed channel, for example Payreq Mailbox, email, or BPAY View. Where a recipient has no active digital Subscription, or delivery fails, the item is flagged as undeliverable for you to review, rather than being lost.

What Payreq can see

Payreq tracks digital delivery in detail: the destination, the delivery status, and interactions such as whether the customer viewed the document. For items that are printed and posted, Payreq has limited visibility, and in some cases none, once they leave Payreq for print.

What Payreq holds also depends on whether the Mail archive is in use. Where it isn't, Payreq only receives Mail items for records that have an active Subscription. With the archive in place, a fuller record of what was sent, including printed items, is retained. See Understanding the Mail archive.

Tracking your Mail

The Mail page lists every Mail item with its current status, so you can see what's been delivered, what's still pending, and what needs your attention. For a tour of the page, see Navigating the Mail page. For what each status means, see Understanding Mail statuses.

Getting Mail into Payreq

You send your documents to Payreq Delivery, by SFTP or directly in the console, and Payreq processes them into Mail items ready for delivery. See Uploading Mail.

When Mail can't be delivered

Some Mail can't be delivered digitally, for example because of an invalid address, a bounced email, or no active Subscription. These items appear as undeliverable for you to review and action. In most cases the mailer handles them internally, reprocessing or printing and posting the item, then marking it as actioned. Some organisations set up a bounce-to-print arrangement with their mailhouse to handle this, but it isn't automatic and depends on the mailhouse offering it. See Handling Undeliverable Mail.

Keeping a record

Delivered and actioned Mail is retained and searchable in the Mail archive, giving you a history of what was sent and when. See Understanding the Mail archive.

For the field-level detail of an individual Mail item, see Understanding Mail Details.